Avaya Proactive Contact and POM update presented by John Froude of Avaya in the UK & Ireland PDS User Group Conference held in April 2015

1. Avaya Outbound Update
John Froude
froude@avaya.com

2. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 22
Disclaimer
“The information contained herein is provided for information purposes
only and is intended only to outline Avaya’s presently anticipated
general technology direction. The information in the roadmap is not a
commitment or an obligation to deliver any product, product feature or
software functionality and Avaya reserves the right to make changes to
the content and timing of any product, product feature or software
release. Prices for any future product or software included herein will be
separately negotiated when and if such product or software becomes
available."

3. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 33
Avaya’s Outbound Offers
 Avaya’s Next
Generation Outbound
 Proactive Contact &
Voice Portal on a
common server
 Live agent & multi-
channel IVR & Dialer
from a single platform
 POM 3.0.1 is available
today
Proactive Outreach
Manager (POM)
Next Generation
Unified
 Avaya’s premier
dedicated outbound
dialer 15 – 4500 agents
 PG230 “Hard
Dialer”
 CTI “Soft Dialer”
 15th generation
application (5.1.1)
 3 Types of Blending
 Ability to deliver 1-way
OB voice notifications,
with opt-out
Proactive Contact
(PC)
Legacy / Enterprise
Stand Alone

4. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 44
Predictive for
CC-Elite, blend
Avaya Outbound Solutions – Expand Outreach
AACC/Agent Blend, Tenant,
Partitioning for Large
Enterprises, Productivity
Tech Refresh (Server,
RHEL) & GRIPS
AACC 6.1
CC-Elite 6.2
POM 3.0
CC-Elite
6.2
CC-Elite
6.2
POM 3.0.1
AACC 6.4
CC-Elite
x.x
POM 3.1
AACC x.x
Predictive for
AACC, blend
POM 2.5
Multi-channel notifications
Skills-based pacing
Optimized, Ease
of migration
AIC,Others
PC 5.1 PC 5.1.1
AACC 6.3
CC-Elite
x.x
POM x.x
AACC x.x
Other, TBD
Multiple ACD
PC 5.1.2
GRIPS
Platform updates

5. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 5
What’s new in Proactive Contact ?

6. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 6
Proactive Contact 5.1.1 Feature List Summary
Proactive Contact 5.1.1
 Increased processing efficiency with new HP DL360 G8
common server
 RHEL OS upgrade to RHEL 5.9 including a new OS installer
for G8 servers.
 Improved security/encryption with SHA2 and RSA2048
support
 Enhancement for CTI dialer to improve compliance with
Ofcom’s 2 second messaging rule (when not using AMD)*
 Internet Monitor. Authentication from Internet Monitor to the
dialer is now done on LDAP’s secure port.
Current Release
* Proactive Contact CTI dialer remains classified as not fully Ofcom compliant and is only to be used
with predictive dialing in the UK after in depth solution analysis.

7. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 7
Introducing
Proactive Outreach Manager

8. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 8
Today’s customers want to be served
in their channel of choice…
Source: Webtorials Editorial/Analyst Division
63%
15%
27% 27% 27%
9%
15%
8% 10% 9%
Voice
(agent)
Fax
Voice
(self)
Email Web SMS Chat Video
Social
Media
IM
Live Voice (agent based) interactions still dominate customer
preferences, but others channels are growing in popularity

9. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 9
POM – Solving Business Challenges
Provide timely
communication of
information and updates
Maximize customer
interactions across their
preferred channels
Gather feedback to
understand your
customer
Drive higher agent
effectiveness with
industry leading algorithm
and inbound-outbound
blending
Combine agentless
campaigns with agent
based capacity for overall
outbound strategy
Reduce inbound traffic
by anticipating caller
inquiries and automating
simple interactions
Leverage the same
platform across your
organization with multi-
tenancy
Improve Customer
Satisfaction
Gain Higher Agent
Productivity and
Lower Costs
Gather campaign
insights to acquire/keep
customers
Execute cross-sell/up-
sell campaigns
Improve collections
management with early
stage collections,
payment reminders and
fraud alerts
Increase
Revenue
Stay compliant with the
latest government
regulations (e.g., Do Not
Call lists, Opt-out and
Opt-in)
Simplify integration
with open standards
and protocols
Deploy an integrated
solution for all-size
contact centers
Get support from the
full suite of Avaya
professional,
maintenance and
managed services
Reduce Risk

10. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1010
What is Proactive Outreach Manager?
 A complete omnichannel solution to create and manage all
outbound communications including:
– Agent-based predictive dialing campaigns
– Agent-less voice, email, and SMS notifications and
interactive services
Why does it matter?
 Enables organizations to proactively reach customers with the
right information at the right time
 Improves customer satisfaction and loyalty, reduces costs of
service, increases collections revenue and improves inbound call
volume management
How does it work?
 Requires Avaya Aura® Experience Portal and Avaya Aura® Call
Center Elite or Avaya Aura Contact Center
 Unifies agent administration, Inbound/Outbound blending, Agent
desktop Application Program Interfaces (APIs)
 Provides personalized Voice, SMS, Email interactive services
paced automatically to inbound service levels
 Escalates between agent-less voice, email, and SMS AND agent-
based Predictive, Preview, Progressive tasks to ensure right-party
connects
 Extensive web services for rapid integration
Campaign
+
Customer
data
SIP
Proactive Outreach
Manager
Live Agent
(opt-out from agent-less interaction)
Voice
Text
E Mail
Live Agent
Predictive
Proactive Outreach Manager

11. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1111
Evolution of Proactive Outreach Manager (POM)
Outbound Contact
Express (OCE) Integration between
Proactive Contact &
Experience Portal
(Dialer & IVR)
 Two Best in Class
solutions Provides
“Proactive Outbound
Self Service”
 Dialer places call,
passes live connect
to IVR
 Live agent &
Automated
Notifications, plus
conditional branch
prompting
POM 1.0
Proactive Contact +
Experience Portal
 Single Platform
 Managed
application on CXP
 Automated Voice
notifications + one
way SMS & Email
 Opt–out to live
agent
POM 2.0
Automated
Notifications (AN) Only
 Pacing of AN based
on IB service levels
 Two way SMS &
email
 Opt-out to live
agent
POM 2.5
Service Level Pacing +
2 - way SMS & email
 Live agent based
predictive dialing
 Two way SMS &
email
 Multiple Desktop
Options
 Available Today
POM 3.0.1
Agent Based Predictive
Dialing + AN
Current Release

12. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 12
POM 3.0.1 – Solution View
Campaign and
Customer Data
Application
Server
Email Server
Experience Portal
Proactive
Outreach Manager
Live Agent
Media
Processing
Platforms
Experience
Portal
Management
System
Orchestration
Designer
Email
Voice
Text
SMSC
PSTN
Call Center Elite or
Elite-Multichannel
or Avaya Aura
Contact Center
POM
.NET
API
POM
.NET
API
POM
.NET
API
Avaya Aura WFO
Recorder

13. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 13
More channels – so better outreach?
Voice
Text
E Mail

14. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 14
Automated Voice
Notification and
payment
Text /SMS
Cost
Email Live Agent
Phone Call
Effectiveness
•Every channel should be evaluated according to Cost vs. Effectiveness
•Expand outreach channels with Proactive Outreach Manager
Value
Expand
Channels
Outreach Channels – Effectiveness vs. Costs

15. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 15
Proactive Outreach Manager Features and Benefits
Feature Benefit
Agent-based, Preview/Progressive/Predictive Provides highest outbound agent efficiency
Skills-based blending of inbound-outbound
Ensures high outbound efficiency while
maintaining excellent inbound service levels
Comprehensive agent desktop APIs and agent
scripting support
Provides for customizable agent desktop to
enable highest agent productivity
Flexible callbacks including Agent Callback,
Campaign Callback and Standard Callback
Ensures right-party connects upon re-schedule
by the called party
Escalating multimedia outreach with self-
service and agents for 360 degree view
Ensures right-party connect at the lowest
possible costs and reduces inbound costs
Industry-leading call classification
Ensures more live voice connects to agents vs.
unproductive. (busy, fax, voice mail)
Multiple, concurrent campaigns Ensures all operations run efficiently
Automatic, skills-based pacing of agent-less
outreach based on inbound (CC-Elite & AACC)
Reduces inbound costs, reduces customer
frustration
Call recording with Avaya Contact Recorder Meet compliance and ensure quality
Extensive reports – campaign, agent reports,
disposition, completion codes
Ensures efficiency and effectiveness of
outreach programs and agents
Extensive Web Services Easily integrates with other systems
Based on Experience Portal, unified
Operations/Administration
Provides familiar interfaces, lower training
costs, efficient operations

16. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1616
Outreach Campaign Life-cycle
Create
Strategies,
Campaigns
Run /
Monitor
Campaigns
Campaign
Reporting
Post-
processing
/ Export
Import Data
Contact
Lists
SIP
Proactive Outreach
Manager

17. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1717
Contact Lists
Easy editing of any
customer record within
the outreach list.
Flexible search and
sort to easily view and
modify lists.

18. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1818
Preview, Progressive, Predictive

19. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1919
2-way SMS / E-mail with Preview/Predictive
 Multi-media, Agent-less
and Live Agent-based
Collection – all in one!
– Segmentation in the
strategy
– Low-balance or early stage:
SMS collect
– High-balance or late stage:
Preview dialing
 Benefits:
– Higher Right Party
Connects
– Lower costs

20. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2020
Skills-based Blending
 Ensures inbound customer experience per skill is
optimum while maximizing outbound productivity
 Monitor parameters - Queue length, EWT, ASA, %
Service Level
 Blender constantly checks for thresholds
POM
Blender
POM
Blender
Release agent to
Inbound Queue
Acquire more agents
for campaign
Real-time inputs from
Inbound/Outbound

21. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2121
POM 3.0.1 - Agent Desktop & Agent Scripting
 Agent Desktop
– All agent desktops working with POM shall utilize a common agent desktop API
created by POM
– Two modes of operation for flexible deployment
– One-many (browser-based architecture)
– One-to-one (each thick client connecting to POM)
– For CC-Elite, there are multiple choices:
– 3rd party desktop certified by Devconnect and re-sold by Avaya (made by Inisoft)
– Web-based or thick client – Inisoft synTelate
– 3rd party desktop acquired directly from partners
– May or may not be Devconnect certified
– Custom desktop created by customer engaging internal or Avaya Professional Services
resources
– For Avaya Aura Contact Center – Avaya Aura Agent Desktop
 Agent Scripting
– All agent scripting working with POM shall utilize a common agent scripting integration
API created by POM
– Agent scripts are defined per job and are callable using a url with parameters
– For CC-Elite, agent scripts to fit into the multiple desktop choices listed above

22. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2222
Details Pages
External Data ( e.g. From a CRM)
SynTelate Script
SynTelate Desktop
With Avaya Aura Call Center Elite

23. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2323
Avaya Aura Agent Desktop
With Avaya Aura Contact Center
Custom scripts can be
presented to guide the
agents through the call. In
addition, screenpops can
be displayed in tabbed
controls.
A permanent Customer
Details panel can be
maintained to hold key
customer information for
the duration of the call.
Custom data from the dial
list can be used to drive
screenpops.
Timed dialogs for
Preview and
After Call Work
can drive agent
behaviours.

24. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2424
Home Page – Overall view of System

25. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2525
Real-time Monitor: Accordion with Details

26. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2626
POM - Reporting
Agent Activity Detail Report

27. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2727
Export / Post-processing
 Export .csv
file
 Select
columns,
completion
codes
 Define a
class for
custom post
processing

28. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2828
Scheduling

29. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 2929
Extensive Web Services for Rapid Integration
Reports
Customer Systems
Status
Contact
Selection
JDBC
Web
Services
Status
Updates
E Mail
Text
Voice
Customer
Data
Campaign
Proactive
Outreach
Manager
Administration

30. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 30
POM Use Cases

31. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 31
Customer Journey – Outbound Use Cases
Buy Own
Purchase
Research
Receive
Onboard
Use
Promote
Renew
Breakdown
Damage
Interesting!
Find Out More!
Place
an Order
Receive
and Setup
Chase
Order
Learn to Use
Product
Make
Payment
Troubleshoot
Upgrade
Disconnect
Leaving
Retain &
Win-back
Promotion
Offer
Feel &
Compare
Products
Research
Products
Select
Maintain
Callback
in queue
Web
chat
support
Promotion
notifications
Renewal
notification
Payment
processing
Payment
notification
Payment
notificationCustomer
Identification
Voice
biometrics
Online or
mobile
Online
or mobile
Online
or mobile
Web chat
support
Delivery
status update
Collections &
Telemarketing

32. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 32
Use Case – SMS/E-mail Fraud Notification with
response
Example: Valid Charge Example: Invalid Charge

33. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 33
Case Study – Collections
Government
Challenge
 Easily and effectively notifying citizens
Solution
 Voice Portal, POM, Upgraded CS1Ks
Use Case
 Citizens being informed of court dates,
past due fines, and traffic violations
Results
 Over 30% increase in fine collections
Future plans
 Upgrade to POM 2.5, Upgrades of
Session Manager, System Manager,
AACC
 Notification of Disaster, hazardous
material incidents, Amber alerts

34. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 34
Case Study – Collections with POPS*
Healthcare Insurance Provider
Profile
 Large healthcare insurance provider
Challenge
 Early-stage and low-balance collections –
typically co-pays were going uncollected due
to high costs of collection
Solution
 *(POPS) Proactive Outreach for Payment
Solution - Pre-built automated self-service
voice application for collection
 Segmented accounts by stage of collection –
early, late-stage
Use Cases
 Daily campaigns for collection
Results
√ Collections running in excess of $100,000 per
month
√ Solution payback in few months
√ Considering moving medium-balance
collections from outsourced agents to
automated Proactive Outreach Manager

35. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 35
Case Study – Telemarketing
Non-profit Event Marketing
Profile
 25 years of Event Marketing in Canada
Challenge
 Maximizing event ticket sales and event
sponsorship sales in minimum amount of
time
 Optimizing multiple campaigns on a daily
basis
Solution
 Proactive Outreach Manager 3.0.1 with
Avaya Aura Contact Center 6.4
 Progressive and Predictive dialing with line
ratios up to 5x
Use Cases
 Event sales
Results
√ 40% greater talk time
Next
 Configure and turn on Blending
 2-way SMS campaigns
 2-way E-mail campaigns

36. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 36
POM Roadmap

37. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3737
Disclaimer
“The information contained herein is provided for information purposes
only and is intended only to outline Avaya’s presently anticipated
general technology direction. The information in the roadmap is not a
commitment or an obligation to deliver any product, product feature or
software functionality and Avaya reserves the right to make changes to
the content and timing of any product, product feature or software
release. Prices for any future product or software included herein will be
separately negotiated when and if such product or software becomes
available."

38. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 3838
Predictive for
CC-Elite, blend
Avaya Outbound Solutions – Expand Outreach
AACC/Agent Blend, Tenant,
Partitioning for Large
Enterprises, Productivity
Tech Refresh (Server,
RHEL) & GRIPS
AACC 6.1
CC-Elite 6.2
POM 3.0
CC-Elite
6.2
CC-Elite
6.2
POM 3.0.1
AACC 6.4
CC-Elite
x.x
POM 3.1
AACC x.x
Predictive for
AACC, blend
POM 2.5
Multi-channel notifications
Skills-based pacing
Optimized, Ease
of migration
AIC,Others
PC 5.1 PC 5.1.1
AACC 6.3
CC-Elite
x.x
POM x.x
AACC x.x
Other, TBD
Multiple ACD
PC 5.1.2
GRIPS
Platform updates

39. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 39
Summary

40. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 4040
Offers
 Add Multimedia Outbound
– 1 free Proactive Outreach Manager voice license for every
10 Proactive Contact seats
 Start rapidly with pre-packaged configurable apps
– POPS – Proactive Outreach for Payment Solution
– Patient Appointment Reminder
– Notifications
– Surveys
 Protect Investment in Proactive Contact
– With Upgrade Advantage, Like-for-like swap of licenses
– Or, get POM by purchasing the upgrade

41. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 4141
Summary
 Avaya continues to invest R&D dollars in multiple outbound
applications – incl. Proactive Contact and POM
 Proactive Contact will remain supported for the foreseeable future
 POM is the next generation of Avaya outbound
 Migrate at your own pace, on your own time schedule:
– Continue using Proactive Contact / migrate to POM over time
– Try POM in your lab now – low risk
– Supplement your existing Proactive Contact system by using POM
3 for automated notifications first, add live agents later
– Use POM as a departmental solution or specific campaigns
 Proactive Contact SS+U / UA entitles you to “like for like” licenses from
PC to POM

42. Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 42
Q&A